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This year we made our complaints process clearer, creating a Service Improvement Committee to learn from your feedback. We acted on reports of damp and mould and ensured we’re ready to report on Tenant Satisfaction Measures.

See it – report it!

If you spot signs of damp and mould in your home or have any questions or concerns, please call our customer service team on 0800 048 8955 as it could mean a repair is required.

Condensation is caused when warm, moist air comes into contact with a cool surface. This is what happens when the bathroom mirror steams up.

Warm, moist air is produced by normal household activities like cooking, washing and bathing.

Dampness caused by excessive condensation can lead to mould growth on walls and furniture and mildew on clothes and other fabrics, which can all contribute to health problems such as asthma and other respiratory disease.

If you have any concerns about damp and mould in your home, please report it by calling 0800 048 8955 or completing our online form.

 

ÌÇÐÄ´«Ã½ has made some big changes to give customers a direct say in the quality of the services we provide.

One of the most important changes we made this year, was creating a Service Improvement Committee bringing together senior managers right across our organisation.

The members of this group carefully consider your complaints and feedback. As well as joining forces to resolve any issues that you have, the group shares learning and best practice, to make service improvement our number one priority.

This is why hearing about your experience as a customer – good or bad – is so important to us.

 

The Regulator for Social Housing is reshaping consumer regulation. This will involve new consumer standards and the introduction of Tenant Satisfaction Measures.

The new Tenant Satisfaction Measures require all registered providers of social housing to collect and report annually on their performance against a core set of defined measures, to provide tenants with greater transparency about their landlord’s performance

The new regulation will put customers at the centre of what we do and enable them to hold us to account.

We are committed to our customers and welcome these changes. We are focused on the quality of our services and improving the customer experience.